Satisfaction with airline service quality: familiarity breeds contempt

Abstract

The objective of this study is to investigate frequency-of-flight issues and the differences between frequent and non-frequent flyers' levels of satisfaction and the importance attributed to overall airline service quality and select attributes. The results indicate that the level of satisfaction with overall airline quality and select attributes decrease the more passengers fly. Conversely, the level of importance attributed to airline amenities increased with flight frequency. Perceptions of airline quality may vary between different nationalities and different socioeconomic groups. Differences between the short-and long-haul flights, as well as domestic and international services could also exist. Airline managers need to foster loyalty by improving passengers' airline experience. This could be achieved by differentiating airline services to the segmented groups of passengers. However, a number of airlines suffer from a business culture where fuel and labor costs are more important than customer satisfaction.

Competency-Based Training in Aviation: The Impact on Flight Attendant Performance and Passenger Satisfaction

“…Kim and Park (2014) in their seminal study, comprehensively sought to identify the job competencies required of airline cabin crews. Even though there has been considerable research (Curtis et al, 2012;Saha & Theingi, 2009) conducted on the relationship between employee performance and customer satisfaction, no study has probed the relationship between CBT, flight attendant performance, and customer satisfaction. Therefore, this study seeks to contribute to the body of existing knowledge in the area and fill in the existing gap in the research.…”

“…Empirical research indicates that whereas passengers rank airlines using multiple criteria such as safety, price, loyalty, schedule, national carrier status, baggage allowance, and on-time performance (American Customer Satisfaction Index [ACSI], 2012;Bowen & Headley, 2016;Curtis, Rhoades, & Waguespack, 2012), among other factors, the most important principle for competitiveness, and survival among airlines, is delivering high-quality service along with safety and security to passengers. Some researchers purport that the major concerns of the aviation industry are safety, security, and expectations of service excellence from the traveling public (Appelbaum & Fewster, 2004;Hochschild, 1983).…”

“…To date, the advantages and importance of training for job and organizational performance have been extensively documented and researchers have found positive associations between training and several job factors (Aguinis & Kraiger, 2009;Bartel, 1994;Batt, 1999;Curtis et al, 2012). Bartel (1994) and Batt (1999) found that employee productivity, service quality and customer satisfaction increased the more training employees received.…”

“…Bartel (1994) and Batt (1999) found that employee productivity, service quality and customer satisfaction increased the more training employees received. Curtis et al (2012) found that employee training was associated with profitability. Subsequently, some airlines, like Lufthansa, are actively conducting competency-based training programs (Kim & Park, 2014) to ensure that flight attendants have the requisite knowledge and skill because organizational success is contingent on the service provided by the cabin crew.…”

What Do Airplane Travelers Think about the Cleanliness of Airplanes and How Do They Try to Prevent Themselves from Getting Sick?

“…Many studies have been conducted on airline service quality (Curtis et al, 2012;Gilbert & Wong, 2003;Hussain et al, 2015;De Jager et al, 2012;Pakdil & Aydın, 2007;Suki, 2014;Sultan & Simpson, 2000;Wu & Cheng, 2013). All of these studies mention the importance of cleanliness as a factor in airline service quality.…”